Shipping Policy

Last updated: June 9, 2026

At Bitelab, we aim to get your order delivered safely, reliably, and as quickly as possible.

Please read this Shipping Policy before placing your order so you understand our processing times, delivery estimates, tracking process, and customer responsibilities.

1. Order Processing Times

Most orders are processed within 1 to 3 business days after payment has been successfully received.

Business days do not include weekends, public holidays, or carrier closure days.

During busy periods, product launches, sales, viral demand spikes, or holiday seasons, order processing may take slightly longer than usual.

2. Estimated Delivery Times

Once your order has been processed and dispatched, estimated delivery time is usually:

6 to 15 business days

This timeframe is an estimate only and is not guaranteed.

Delivery times may vary depending on your location, shipping carrier, fulfilment centre, customs processing, public holidays, peak season volume, and other factors outside our control.

3. Tracking Information

Once your order has been dispatched, tracking information will be provided through the order updates sent to you.

Tracking may take 3 to 5 business days to activate or show its first update after dispatch.

If your tracking appears to be “stuck”, “in transit”, or unchanged for a few days, this usually means the package is moving between carrier facilities, customs, or logistics partners.

4. Shipping Delays

While we aim to meet the estimated delivery window, shipping delays can happen.

Delays may be caused by:

High order volume
Seasonal demand
Carrier delays
Customs inspections
International transit delays
Weather events
Public holidays
Remote or rural delivery locations
Incorrect or incomplete shipping details
Events outside our reasonable control

Bitelab is not responsible for shipping delays once an order has been handed to the carrier.

A delay does not automatically qualify an order for cancellation, refund, or replacement unless required by law or confirmed by the carrier as lost.

5. Customs, Duties, and Import Fees

Depending on your location, your order may be subject to customs checks, import duties, taxes, or other local fees.

Unless clearly stated otherwise at checkout, customers are responsible for any customs fees, duties, import taxes, or charges applied by their country or local authority.

Bitelab is not responsible for delays caused by customs processing or unpaid customs charges.

6. Address Accuracy

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please carefully check your:

Full name
Street address
Apartment, unit, or building number
Suburb, city, state, or region
Postcode or ZIP code
Country
Phone number, where required for delivery

Bitelab is not responsible for orders delayed, returned, lost, or delivered incorrectly due to inaccurate, incomplete, or outdated shipping details provided by the customer.

If you notice an address mistake after placing your order, please contact us through the support channels available on our website as soon as possible.

If the order has already been processed, packed, shipped, or handed to the carrier, we may not be able to change the shipping address.

7. Delivered, Lost, or Stolen Packages

If tracking shows that your package has been marked as delivered, but you cannot locate it, please first check:

Around your property
With other household members
With neighbours
With your building reception, mailroom, or concierge
With your local delivery carrier

Bitelab is not responsible for packages that are marked as delivered by the carrier but are later lost, misplaced, or stolen.

If the carrier confirms the package is lost in transit before delivery, we will review the situation and may offer a replacement, store credit, or refund depending on the circumstances.

8. Multiple Shipments

Orders containing multiple products may be shipped in separate packages.

This may happen if products are fulfilled from different locations, become available at different times, or need to be packed separately.

If your order is split into multiple shipments, you may receive separate tracking updates for each package.

There is no extra shipping charge for split shipments unless otherwise stated at checkout.

9. Pre-Orders and Backorders

If your order contains a pre-order or backorder item, the estimated shipping timeframe shown on the product page or checkout will apply.

If your order contains both in-stock and pre-order items, we may ship items together or separately depending on availability and fulfilment setup.

Pre-order dates are estimates only and may change due to production, supplier, freight, customs, or fulfilment delays.

10. Incorrect or Returned Orders

If an order is returned to us because of an incorrect address, failed delivery attempt, refusal to accept delivery, unpaid customs fee, or failure to collect the package, we may offer to reship the order at the customer’s expense.

Original shipping costs may not be refundable.

If the product cannot be reshipped or returned to usable condition, a refund may not be available.

11. Shipping Restrictions

We reserve the right to refuse, cancel, or limit orders where shipping is unavailable, restricted, high risk, or not supported by our fulfilment partners.

If we are unable to ship your order, we will cancel the affected order or product and provide the appropriate refund.

12. Order Changes and Cancellations

We process orders as quickly as possible.

Once an order has been processed, packed, shipped, or handed to the carrier, we may not be able to cancel or change it.

Any cancellation, return, or refund request will be handled in accordance with our Returns & Refund Policy.

13. Contact

If you need help with your shipment, tracking, delivery status, or address details, please contact us through the contact form or support channels available on our website.